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  • 1. ITIL® V3 Do I throw V2 out with the Bathwater? ITSMF Upper Canada Region Conference Sept08
  • 2. Agenda Ask the questions: What do I do? Take a Peak Okay now what? Answer the questions: What do I do? Wrap up ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 3. Now that we have V3…. How is it different and is it better? Will my processes still work in V2? What am I going to do with all the work we already started? Do I have to start all over again? I’m new at this, where do I start? Should I start with V2 before I move to V3? Will our processes still be ITIL certified? I am ITIL V2 certified, do I have to take the V3 course to update our process work? Why is new version so closely aligned to the business? ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 4. Lets Take a Look ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 5. The ITIL® Core Lifecycle Best practice guidance applicable to all types of organizations who provide services to a business. Each provides the guidance necessary for an integrated approach as required by the ISO/IEC 20000 standard specification: ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 6. Value to the Business Improved quality service provisioning Improved customer satisfaction and perception Cost justifiable service – IT Organization is deemed as a business partner Services that meet business, customer and user demands Ability to deliver a higher rate of change with an improved rate of success and shorter cycle times Integrated centralized processes Reassurance that IT services are aligned with audit and compliance requirements Common and consistent language Customer is a Registered Trade Mark and a Registered Community Trade Mark of the Office ITIL ® focused Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 7. Take a Peak! Service Strategy Service Design Service Transition Service Operations Continual Service Improvement ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 8. Service Strategy Service Strategy ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 9. Answer these strategic questions: What services should we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we truly create value for our customers? How do we capture value for our stakeholders? How can we make a case for strategic investments? How can Financial Management provide visibility and control over value creation? How should we define service quality? How do we choose between different paths for improving service quality? How do we efficiently allocate resources across a portfolio of services? How do we resolve conflicting demands for shared resources? ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 10. SS Processes Strategy Generation Service Portfolio Management Financial Management Demand Management ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 11. Service Design Lifecycle Stage Se rv ic e D es ig n ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 12. Objectives Aims to design services that satisfy business objectives, with an additional focus on quality, compliance, risk and security requirements. This element of the core strives to provide more effective and efficient business solutions and services aligned to business needs by coordinating all design activities for IT services to ensure consistency and a business focus. ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 13. SD Processes Service Level Management Service Catalogue Management Availability Management Information Security Management Supplier Management Capacity Management IT Service Continuity Management ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 14. Service Transition Lifecycle Stage Service Transition ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 15. Objectives The primary objective of Service Transition is to deliver the service vision in a relevant, timely, quality, and cost-effective manner based on agreed design. This effectively makes the organization different than it was before by moving from the “as is” to the “as required” state. ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 16. Course Corrections Successful transition is a journey from the ‘as is’ state within an organization towards the ‘as required’ state. It is often the case that issues occur between the initial design of a service and its operation. This precipitates the need for ‘course corrections’ to the Service Transition journey so that the final implementation remains relevant to the business. ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 17. Service Transition Processes Transition Planning and Support Change Management Service Asset and Configuration Management Knowledge Management. Release and Deployment management Service Testing and Validation Evaluation ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 18. Service Operation Lifecycle Stage n tio ra pe O e ic rv Se ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 19. Objectives Provides an overall end-to-end view of service delivery that facilitates the capability to detect any threats or failures to service quality. The objectives are to efficiently and effectively carry out the following day-to-day activities: Support and deliver IT services Performance monitor and assess IT services Manage the people, processes, and technology that deliver and support IT services ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 20. Service Operation Processes Event Management Incident Management (Break-Fix) Problem Management Request Fulfillment Access Management ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 21. CSI Lifecycle Stage Continual Service Improvement ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 22. Objectives Review, analyze and make recommendations on improvement opportunities in each lifecycle phase Review and analyze Service Level Achievement results Identify and implement individual activities to improve Improve the efficiency and effectiveness ITSM processes Improve cost effectiveness of delivering IT services without sacrificing customer satisfaction Ensure applicable quality management methods are used to support continual improvementof activities ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 23. CSI Processes The Seven Step Improvement Process Service Reporting Service Measurement Service Level Management (shared process with Service Design) ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 24. Okay, now what? How is it different and is it better? Will my processes still work in V2? What am I going to do with all the work we already started? Do I have to start all over again? I’m new at this, where do I start? Should I start with V2 before I move to V3? Will our processes still be ITIL certified? I am ITIL V2 certified, do I have to take the V3 course to update our process work? Why is new version so closely aligned to the business? ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 25. In Summary…. Looks at the big picture A Lifecycle approach to IT Service Mgt. Closer integration with business processes Looks at the value that IT Service delivers to meet the requirements of the business Don’t be intimidated by the new Version Remember this is a best practice take from it what works best in your organization ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office Mark of Government Commerce and is Registered in the U.S. Patent and Trademark Office
  • 26. Carol Parker Sr. Process Consultant and Trainer Manage and Coaching staff carolparker@sympatico.ca ITSMF Upper Canada Region Conference Sept08